Not happy with hollard insurance

I reported the matter from insurance for my roof which where affected but the hail rain which damaged my ceiling and now the rejected it because the provider wrote a report stated that the roof was not maintained.. Which is I do not understand because I just renovated the house and my roof is brand new when I wanted a copy of a report from the provider so that I can challenge them they refused to give it to me telling me it's confidential my question is what are they running away from if what they say it's true.. My ID NO ***.. HOLLARD HOME PROTECT UNDER ( IUA) claim number ***1 *001 *003 and the outcome letter was blank I did told the consultant that letter